Vicky Balraj Sangheliya

Dito Transition & Transformation Site Head

Hexaware Technologies

Oct 2024 - Current (1 year 11 months)

• Oversight of end-to-end operations, strategic planning, and team leadership for the DITO Manila center, ensuring alignment with organizational goals and client expectations. • Directed the DITO Manila center's overall performance, encompassing 16 active projects spanning technical and L1 Service Desk operations with a 200-member team. • Drove initiatives for center expansion, secured new clientele, managed attrition effectively, and oversaw vendor partnerships and scalable capacity planning. • Partnered with the sales team to engage prospective clients, showcasing the center's capabilities and technical prowess. • Collaborated with internal technology leadership to develop and implement technical projects, capitalizing on the Manila talen

Digital Workplace Transition & Operations Bau Specialist

Hexaware Technologies

Jan 2021 - Oct 2024 (3 years 10 months)

• Crafted comprehensive 5 phase Transition plans aligned with client needs and project milestones for digital workplace initiatives. • Managed all phases of transition, including pre-planning, knowledge transfer, shadowing, soft launch, and go-live stages, employing a quality-gated approach. • Utilized Microsoft 365 applications, Active Directory (AD), Citrix, Zoom, MS Teams, and other desktop support tools to address end-user needs. • Collaborated with internal and external teams to implement required systems and tools for smooth transitions; HR, Amazon Connect and AWS BOT integrations • Led steering committee meetings, presenting project progress and risk mitigation strategies to high-level stakeholders. • Ensured Business As Usual (BAU)

Operations Manager

Hexaware Technologies

Oct 2019 - Dec 2020 (1 year 3 months)

• Oversaw the decommissioning of servers, databases, and applications for a global user base across AM, APAC, EMEA, and Zurich regions. • Managed a team of 22 engineers located in Pune and Chennai, structured across five units: Database, Application, WEB, CATI Dissociation/Reassignment, and Server (ROW and Zurich). • Ensured that the end-to-end decommissioning lifecycle remained within agreed-upon SLA targets and adhered to executed Statements of Work (SOW). • Conducted weekly/monthly reviews to present highlights and lowlights against targets, raising flags for dependencies, challenges, or delays.

Manager Operations

Affinity Express

Jul 2018 - Sep 2019 (1 year 3 months)

• Managed the largest Canadian client for Digital Ad operations, contributing 80% of revenue with a team of 94 billable resources. • Served as primary point of contact for all client needs, addressing communication, performance, escalations, challenges, and new market launches. • Completed the client's expansion plan across 31 different regions/locations in Canada, preparing project charters, training documents, and Go-Live schedules. • Managed the performance of Zendesk (Helpdesk), Media Proposal Planners, and Campaign Production teams, focusing on SLA adherence, Product delivery, and Quality.

Manager Operations

Global Talent Track

Dec 2017 - Jun 2018 (7 months)

• Headed the Sourcing department, managing a team of 9 Sourcing Managers and 70-80 Resources Pan India. • Managed end-to-end workflow, handled escalations, and effectively delegated workload across the leadership team. • Worked with top MNC clients to meet set Revenue targets with regard to bulk hiring in the Hire Train and Deploy model and CSR Projects.

Assistant Manager - PMO and Operations

Thomson Reuters

Nov 2015 - Dec 2017 (2 years 2 months)

• Drove BU-wide resource utilization across multiple locations, administering staffing mechanisms. • Facilitated cross-utilization and identified opportunities for load balancing across locations. • Managed and set up new delivery units and teams, lead transitioning, and coordinated with various cross-functional teams.

Project Manager - Operations

Zensar Technologies Ltd.

Sep 2013 - Nov 2015 (2 years 3 months)

• Managed customer lifecycle management team for BFSI and Telecom clients, leading 100+ headcount. • Maintained focus on key performance indicators including SLA adherence on deliveries, revenue targets, customer management, and performance management.

Team Leader - Operations

Zensar Technologies Ltd.

Jul 2010 - Feb 2013 (2 years 8 months)

• Managed a team of 30 associates for a banking process. • Ensured the team's performance achievement on Deliveries, Login Hours, Quality and managed Attrition.

Quality Analyst

Zensar Technologies Ltd.

May 2008 - Jul 2010 (2 years 3 months)

• Reviewed and monitored calls and rated by Applying Quality Levels Based on Call monitoring sheet on sampling basis. • Ensured the set target of call audits.

Vicky Balraj Sangheliya

About

Detail

Timeline

Résumé